Complaints and representations procedure, adult social work

19. Appendix 1 - Adult social care complaint investigation flowchart

You may want to report concerns, provide feedback, ideas or comments about the care or service you have received or you are receiving.

If you do then it's best to first speak with a member of staff involved in your care or service.

If you find that staff are unable to help you, or you are not comfortable speaking with them, contact the Customer Feedback Team.

If you find that your concerns or problems have not been resolved, you may wish to make a formal complaint.

An officer within the Feedback and Complaints Team will consider your complaint to decide its suitability and/or complexity.

They will either allocate an investigating officer or signpost to another part of the service.

The Complaints Team will send an email to the appointed IO with the complaint details and any other relevant information.

A draft response will be shared with the relevant service area.

All recommendations and improvements should be agreed with the Service Manager.

The Service Director agrees the response, the IO will send the response to you.

We have a maximum of 6 months from receipt of a complaint to provide a written response.

If you do not agree with the final response you can refer your complaint to the The Local Government and Social Care Ombudsman (opens new window).